[Virtual_reference] FW: [QUESTIONPOINT-L] FW: [QUESTIONPOINT-L] Repititious "spammer" with "cheeks" question - anyone else receiving?

McCarthy, Sandy mccarthy at wccnet.edu
Tue Aug 30 15:42:23 EDT 2011


FYI

Sandy

Faculty Librarian
Washtenaw Community College
Ann Arbor, MI 48105

734-677-5293

From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG] On Behalf Of Tobias, Christine
Sent: Tuesday, August 30, 2011 10:05 AM
To: QUESTIONPOINT-L at OCLC.ORG
Subject: [QUESTIONPOINT-L] FW: [QUESTIONPOINT-L] Repititious "spammer" with "cheeks" question - anyone else receiving?

Hi -

We have had a problem with this person repetitively asking some form of the "pinching cheeks" question at Michigan State University for several months now. At first, we and our cooperative (Michigan Academic Group) librarians treated it as a legitimate reference question. However, since the patron was coming in several times during each shift, rarely responded beyond the initial question, and the IP addresses were located in Denver, CO, we began treating this patron as a spammer. We have a "Spammer Alert" on our Policies page about how to respond to this patron. We basically tell the patron that their question was previously answered and then we politely end the session. We recently had a short stint with another spammer asking about "library advertising services" and information about how to respond to this patron is also posted on our Policies page. We have advised our librarians against spending too much time with these spammers so that we can better serve others who truly seek research help.

Christine

Christine Tobias
Reference and Technology Librarian
Liaison to James Madison College
Michigan State University Libraries
100 Library
East Lansing, MI 48824-1048
tobiasc at msu.edu<mailto:tobiasc at msu.edu>
517-884-0897



From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of McGlamery,Susan
Sent: Tuesday, August 30, 2011 5:15 AM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: Re: [QUESTIONPOINT-L] Repititious "spammer" with "cheeks" question - anyone else receiving?

Hi Sara (and other librarians in the 24/7 Reference Cooperative),

Periodically we do see repeat questions from the same user, or sometimes different questions from the same user which  that appear to be prank questions.  It is frustrating when you find yourself spending time with prank questions when there may be serious students waiting in the queue.  However, there is not a lot we can do to prevent pranks.  This is why the 24/7 Reference Advisory Board designed a policy to deal with prank calls and persistent patrons - it's section 4.5.4 of the 24/7 Reference Policies, "Persistent Repeat Patrons":  http://wiki.questionpoint.org/w/page/13839422/247-Policies#454Persistentrepeatpatrons

First, be sure it's a prank question.  Perhaps the question is a legitimate reference question.  Try to determine precisely what the patron is seeking, via the reference conversation.  This also gives the patron a chance to ask a legitimate reference question.   So, if the patron asks nonsense questions, state "This is a library reference service.  Do you have a reference question?"  If the nonsense questions continue, tell the patron you are not able to help, then end the session.  If the patron becomes rude, follow the Rude Patron policy (section 4.5.1 of the Policies).  If you get repeat questions from what appears to be the same patron, you can state that you have already provided all the information you can, then end the session.   You can also add a Librarian Note at the conclusion of the session - in this case, a note to the Michigan library that you (USC) had previously assisted this person in other sessions,  or something to that effect.

Please email me if you have any questions about this policy: mcglames at oclc.org<mailto:mcglames at oclc.org>

Thanks!
Susan


Susan McGlamery
QuestionPoint senior product manager
OCLC
mcglames at oclc.org<mailto:mcglames at oclc.org>




From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of Sara R. Tompson
Sent: 29 August 2011 21:18
To: QUESTIONPOINT-L
Subject: [QUESTIONPOINT-L] Repititious "spammer" with "cheeks" question - anyone else receiving?

Colleagues:

Since, May, off and on, USC QuestionPoint Chat, as well as at least once on 24/7 Reference: Academic Cooperative Chat, USC Librarians staffing the service have received a silly/annoying query about "pictures of children getting their cheeks pinched" in some variation!

*Is anyone else receiving this time-wasting false question?*
Some colleagues and I both wanted to know how widespread this was AND if there was something we could do as a cooperative to respond?

Some other characteristics about the query:

 *   It always comes from a non-affiliated email -- mostly anonymous, no email provided, sometimes a Yahoo or Gmail account.
 *   Sometimes the question is re children's books.
 *   Usually it is facial cheeks but not always.
 *   The "patron" almost always logs off mid chat, and will never confirm a university affiliation.

I got three of these silly queries Thursday night, two came in through USC, one through Univ. of Michigan.

Looking forward to hearing what if anything others are experiencing!

Best Regards,

Sara

--

Sara R. Tompson, M.S.

Head of Instruction & Orientation Services

USC Libraries * 113D Leavey Library

sarat at usc.edu<mailto:sarat at usc.edu> * saratifr at gmail.com<mailto:saratifr at gmail.com> * 213-740-8700
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-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM ? 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM ? 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
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